If an employee listened to a customer but did not repeat and confirm the issue, resulting in an incorrect solution, which communication step was missed?

Correct answer: Confirmation of understanding

The employee listened, but failed to verify whether the interpretation was correct. Restating the customer’s concern and asking for confirmation is the missing checking step; it can expose a misunderstanding before a solution is offered. Active listening is broader and may have begun, while greeting and presenting a solution do not verify meaning.